Cloud Telephony Checklist for Creating Outbound Calling Campaign

What does your outbound calling campaign need? An equal part of art and science. Because every business needs an emotional connection with customers and the right data to back up the pitch. This is not it! Various other factors determine the failure or success of an outbound calling campaign, like accurate planning and preparation.

This is the era of personalization, where the primary goal of every business is to improve the customer experience (CX). And a clear objective is the best way to achieve it. However, the goal can vary from business to business. Like, as an introductory call to announce the launch of a new product, collect feedback, remind customers of dues, etc.

Want to prepare for your next outbound campaign with cloud telephony? Take help from the checklist below. There’s everything a business needs.

Check These Points Before Creating a Campaign

To drive sales and provide customer service, the team needs a strategy and a list of cloud telephony features. There’s no journey without a destination. So, to optimize the outbound calls strategy and create a campaign, ask questions and check these boxes.

• Is there any active OBD plan?
• Is there any IVR flow?
• How many agents do you want to add to the account?
• Is the contact list ready on which the campaign will run?

Businesses can use this process to work on key performance indicators (KPIs) and learn about the progress of campaigns. And you might consider these factors too:

Average Handling Time

The average time agent spends on calls, including hold or transfer time. Calculate it by dividing the length of calls by the total number of calls.

Conversion Rate

The percentage describes how an agent efficiently converts a lead into a sale. Calculate the percentage by dividing the number of sales by the total number of calls.

First Call Resolution

It refers to resolving the customer issues at the first call. Most call centers aim for a high FCR percentage as it is a sign of a winning sales strategy. Calculate it – number of closes on the first call/total number of calls)

Occupancy Rate

The percentage shows high occupancy of agents; thus, leaving them not enough time to focus on connecting with customers. CRM and API integration tools can reduce the burden and help them enhance productivity.

Cloud Telephony Checklist You Need for Outbound Calling Campaign

According to a recent study, 90% of contact centers switched to cloud solutions because it offers more financial stability. Businesses are getting a high ROI and competitive edge with cloud telephony solutions.

If you want to increase your customer satisfaction rate, then create an outstanding outbound calling campaign. For that, you need to tick off a certain checklist from the list. Check out the cloud telephony list below:

• Get a quality contact list and upload it. It will help agents have high productivity.
• Select the agents or agent groups (can choose multiple agents at a time) from the list in the software.
• Opt for the IVR of choice in the campaign. It reduces agents’ burden and helps them with ideas about the customer and their issues.
• Timing plays a crucial role during customer interaction. Select days, hours, start, and end dates in your campaigns.
• Check for a live call view that shows customer information to agents, like mobile number, first and last name, address, DOB, etc.
• Choose a setup for a campaign such as manual pause/stop, automatic pause/stop, shut after achieving maximum call, etc.
• Option to keep proactive dialing on/off, which will continue to dial a call for agents one after the other.
• An in-depth report that includes the total number of calls, dialed, fresh, retried, unanswered, remaining, etc.
• Call recording, which can be used for quality purposes in the future. Check for the download format.

Set Clear Strategy for Outbound Call

To use the cloud telephony features to their full potential, set a clear plan, even before the call is answered. Draw up OKRs (Objectives and Key Results) and make sure the end goals are communicated well to the team. Here’s how to start.

Train Agents & Provide Incentives

Your nurture the talent even after attracting salespeople with great skills. Regular training is the key to helping agents hone their skills. Utilize live coaching to agents and ensure they provide real-time support to customers.

Develop a Quality Call List

Always remember “quality beats quantity.” So, start your outbound call strategy with quality leads (sorted as per product needs, location, industry, and internal organization) achieved via marketing efforts to help your agents. The sorted list ensures agents hit the relevant prospect saving their time and effort.

Create Scripts Together for Guiding

Scripts are helpful and complex at the same time. So, create a script with a team of collaborators. A great script enables agents to create opportunities for real connections. Connect with your agents and let them voice ideas and concerns. Test the drafts and refine the material for better interaction.

Get Started

Every call is important and holds value.

What’s the next step after creating an outbound calling campaign? Management and monitoring! Gauge your team’s performance and review the initial goal of an organization. Then, identify trends and apply the learnings. Altogether put the team’s skills to use and tailor coaching to those needs as well as organizational challenges.

The road to great outbound calling strategy means always learning, nurturing the empowered, and motivating team. Also, arm your team with the very best tools for the jobs.

If you want to create a result-oriented outbound calling campaign, then discover DeepCall’s cloud-based calling strength. Maximize the value of your outbound calls and service.